Makro Online is useless

Dear Makro ACCOUNT NUMBER - *** Order Number: MAK*** I have been your faithful customer for over 10 years. On the 4th of June 2024 I bought a 5 Bar Electric Heater online at your website and my problems started. 1. It took over 2 weeks for the heater to be delivered and it was broken when I opened it at home. 2. It was supposed to be delivered on the 10th at my house but it was deliver on the 21st of June 2023 at the police station. 3. Your courier company does not deliver to my door, they went to Atteridgeville police station, and I had to catch a taxi to go and fetch it. 4. No communication from Courier guys, only got an email and SMS saying my parcel is out for delivery. I was never called; I saw the van at police station and asked about my parcel and that’s when I received it. 5. The courier guy said the reason he does not call is because they do not give them airtime to call customers and advise them that their parcel have arrived. On Sunday the 23rd I went to Makro at Wonder boom hoping to replace the broken heater with a new one and they blatantly refused. I could not comprehend why as a loyal customer they could not understand how this is inconveniencing me and I did not appreciate the lack of empathy and willingness to assist. I spoke to online manager, and she was not willing to assist or show concern. I told her that I was not going back home with the broken heater and she did not even try to help or escalate to someone who could assist. All she said is that I need to go back online and demand a refund or book it back in. I then tried to reason with her and told her that I took over 2 weeks and it was not delivered to my house and was not happy with the turn around time as its now in the middle of winter and would appreciate if I could get help today or get a refund voucher so I can buy a new heater in store, and she refused. I then left the heater at the store and came back home. As a loyal customer, I failed to understand why the “online manager” failed to comprehend and assist with a simple replacement query. Why as a customer do I have to wait that long for online purchase and why does your courier not deliver at our houses. Please assist me to get my refund as the heater was left at Makro wonderboom with your stuff that could not assist.